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Ready Today forThe Future ofHealth Care
andOptimal Hospice Care
AetnaCompassionateCareSM Program
2©2009 Aetna
“There is a great divide separating the kind of care Americans say they want at the end of life and what our culture currently provides.
Surveys show that we want to die at home, free of pain, surrounded by the people we love. But the vast majority of us die in the hospital, alone, and experiencing unnecessary discomfort.” - Bill Moyers, PBS Commentator
End of life care – current state
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3©2009 Aetna
Geriatric Conditions and Quality Scores
The ACOVE (Rand) Study identified significant quality and care gaps and opportunities that might be addressed in managing care in Medicare populationsOpportunities to improve care, especially for terminal illness, were clearly demonstrated
4©2009 Aetna
End of life care – current state
Lack of Knowledge about Care Options:Unfortunately, discussions with patients and families regarding terminal care and available options happen too late, or not at all.
“Acceptance of one’s mortality is a process, not an epiphany.” - Randall Krakauer, MD, Head of Medicare Medical Management, Aetna
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5©2009 Aetna
End of life care – current state
Barriers to Care:To enter into hospice and receive palliative care,
the patient must:• discontinue curative care, or stop
treatment of the illness• be terminal within life expectancy of
six months or less to live
Often there are coverage limits on hospice care that apply to both number of days in hospice and maximum dollar coverage allowance
6©2009 Aetna
The focus of hospice is based on the belief that each of us has the right to die pain-free and with dignity, and that our loved ones will receive the support to allow us to do so.
Hospice care provided to patients andfamilies includes:
• pain management • symptom control • psychosocial support, and • spiritual care
Hospice care philosophy
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7©2009 Aetna
Aetna Compassionate CareSM
To provide additional support to terminally ill members and their families,
and help them access optimal care.
Goal of the Program:
8©2009 Aetna
1. Specialized Case Management Services 2. Enhanced Hospice Benefits*3. Aetna Compassionate CareSM Website
www.aetnacompassionatecareprogram.com
Aetna Compassionate CareSM Programaddresses barriers to optimal care
This program provides support to terminally ill members and their families, and helps them to access optimal care.
*Pilot Program with enhanced hospice benefits (2005)
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9©2009 Aetna
1) Case Management Services
• Assess and manage members’ care in a culturally sensitive manner
• Identify resources to make members as comfortable as possible, addressing pain and other symptoms
• Help coordinate medical care, benefits and community-based services
• Inform the member about treatment options, continuity of care, and advanced care planning
• Provide personal support
Aetna Compassionate CareSM
- Helping members understand options, nurses were trained to:
10©2009 Aetna
The Case Manager’s Responsibility In The Management Of The Member With An
Advanced Illness
Assure that the member and family are aware of the options available .. for now or possibly for later on
Determine the member’s willingness to participate
Physical, emotional , spiritual and cultural needs/beliefs
Introduce The Enhanced CM Program Available To Them
Support
Ongoing Monitoring And Assessment
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11©2009 Aetna
Case Management
Case Managers trained and experienced in care and management of terminal illnessEngage members, family and caregivers and physicians to help initiate discussions on options and planning and present alternatives.Provide and facilitate emotional and psychosocial support –culturally sensitiveFacilitate palliative care and pain reliefAlso support family and caregiversRetain in contact as long as we can be helpful
12©2009 Aetna
I Don’t Understand
Establishing a level of understanding is critical at any level of case management for optimal outcomesElderly?Hearing Impaired?Language Barrier? Cultural Barrier?Poor Comprehension?Too upset to talk?
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13©2009 Aetna
“I need help to get my life in order..”
Advance Directives
– Living Will
– Durable Power of Attorney
– National Hospice and Palliative Care Organization
– ACCP site
14©2009 Aetna
Compassionate Care Feedback: cm note
Wife stated member passed away with Hospice. Much emotional support given to spouse. She talked about what a wonderful life they had together, their children, all of the people's lives that he touched - they were married 49 years last Thursday and each year he would give her a piece of jewelry. On Tuesday when she walked into his room he had a gift and card laying on his chest, a beautiful ring that he had their daughter purchase. She was happy he gave it to her on Tuesday - on Thursday he was not alert. She stated through his business he touched many peoples lives, and they all somehow knew he was sick, and he has received many flowers, meals, fruit, cakes, - she stated her lawn had become overgrown and the landscaper came and cleaned up the entire property, planted over 50 mums, placed cornstalks and pumpkins all around. She said she is so grateful for the outpouring of love. Also stated that Hospice was wonderful, as well as everyone at the doctors office, and everyone here at Aetna. She tells all of her friends that "when you are part of Aetna, you have a lifeline."
Encouraged her to call CM with any issues or concerns.Closed to case mgmt.
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15©2009 Aetna
Matched Study Cohorts
Aetna Compassionate CareSM
16©2009 Aetna
Results
Aetna Compassionate CareSM
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Results
71.7
28.6 22.730.815.9
42.9
020406080
100
% in hospice Avg hospicedays
% with AcuteHospital Admit
Case Mgt only Control Group
Commercial Case Management Group
Commercial Members
p<.0001 for each comparison
Source: Evaluation of Aetna Compassionate Care Program, Aetna Inc., Aetna Health Analytics, September 2007, internal document.
18©2009 Aetna
Aetna Compassionate CareSM
69.8
36.716.8
27.9 21.440.3
020406080
100
% in hospice Avg hospicedays
% with AcuteHospital Admit
Expanded benefits & Case Mgt Control Group
Commercial Enhanced Benefits Pilot Group
p<.0001 for each comparison
Source: Evaluation of Aetna Compassionate Care Program, Aetna Inc., Aetna Health Analytics, September 2007, internal document.
Results
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19©2009 Aetna
20©2009 Aetna
Results of our three-year study of program participants show:
– Significant increase in hospice use•
The proportion of members using hospice increased dramatically -- to 71% for Commercial members and 77% for Medicare members. In addition, the average number of days in hospice nearly doubled.
– Significant decreases in acute/critical care utilization
• There were 82% fewer acute hospitalization days (Medicare) and considerable reductions in emergency room visits for all program participants. ICU stays also showed dramatic (88% - Medicare) reductions.
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21©2009 Aetna
The specialized case management had a critical impact on the care sought by the participant -- members were more aware of the care options available to them and many more sought hospice care.
The enhanced benefits allowed pilot participants not only to seek optimal care, but also to take full advantage of it.
Aetna Compassionate CareSM
Summary
22©2009 Aetna
Continue to support and train our nurse case managers so that end-of-life case management remains a core proficiency.
Offer expanded hospice benefits on a broader basis to plan sponsors who are looking to offer a “value-based” benefit plan design.
Support Health Care Reform to liberalize Medicare Hospice.
This program enables Aetna to continue to take a position in helping our members, and to influence the industry’s approach to palliative care and care at the end of life. Demonstration that such dramatic improvement in quality is possible creates a public policy imperative that such programs as Aetna's be more broadly adopted.
Aetna Compassionate CareSM
Next Steps
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23©2009 Aetna
"(Family Caregiver) was happy that he was able to die at home with hospice services because this is what he wanted. He died comfortable with his family.” - Family Caregiver of ACCP Member
“You make the unbearable a little more bearable. God Bless you. You are credits to your profession.” – Widower of ACCP Member
"I hope you guys keep the program because I think others would find it beneficial also. The nurses that I dealt with helped me with several different issues and, without them, I would have had a lot more trouble." - Family Caregiver of ACCP Member
Aetna Compassionate CareSM Program- feedback
24©2009 Aetna
Appendix
The ACCP program (specialized case management and ACCP member website) is made available to all Aetna customers as part of ourstandard plan offering.The enhanced hospice benefit package will become the standard offering for all Traditional system-based plans for self-insured and fully-insured new business in the Select, Key and National Account, Government and Labor segments only. .
